Job Ref: 215664267

Date: 2022-01-26 17:15:20

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About Celestra

Celestra is a successful and dynamic Company delivering IT services nationally to the best brand names in the hospitality and retail industries. We build on the essential ingredients required to hold strong, long-term partnerships. We become an extension of our Clients teams as we work together to help them achieve digital visions. With teams spread across the UK, we deliver an exceptional customer experience and speed of delivery which is second to none.

Scope & Purpose

The Support Centre Coordinator will be the interface between the customer, the engineer, and the end user. The successful candidate will work to ensure that all maintenance and service calls for Celestra clients are executed within the agreed service levels. Role responsibilities will include logging calls, scheduling engineers, and updating reports.

The hours of work are Monday- Friday, with a rota / shift pattern between the hours of 7am to 7pm inclusive of a one-hour daily break.

Duties will include but not limited to

* Maintenance and championing of excellence in customer service always, with a commitment getting things correctly done first time.

* Ensuring that all incoming communications from stakeholders are handled quickly and efficiently, escalating any issues where necessary.

* Effective logging and management of all jobs onto the service management system, ensuring that all relevant information is obtained and recorded.

* Ensuring correct paperwork is received and copies saved in the service management system.

* Scheduling work to field engineer’s dependent on skillset, geography, and availability

* Checking and processing engineers’ incoming reports, monitoring for any discrepancies, ensuring accuracy and relevance, and reporting back to engineers or managers where relevant

* Processing engineers’ paperwork in accordance with agreed SLAs

* Shutting down jobs within set SLAs ensuring accuracy prior to passing through for invoicing

* Generating and maintaining support documentation and call tracking

* Escalating any internal issues related to sites, stock levels or engineers to the appropriate person in a timely manner.

* Working with the Logistics and Warehouse teams to ensure that stock is available and can be delivered to site to enable engineer installation.

* Updating client information resources appropriately, sending the client relevant information as required and ensuring the client is kept updated on the status of their query.

* Managing own time effectively to ensure all daily objectives are met.

The successful candidate will have/be.

* 1st line support, helpdesk or call centre experience.

* Working knowledge of EPoS or IT industries (desirable)

* Experience of stock management systems, and working for a service provider in a customer facing role (desirable)

* High attention to detail, organisation, and ability accurately records information.

* Excellent verbal and written communication skills, and strong telephone manner

* Ability to work independently and follow own initiative.

* Trustworthy and able to maintain confidentiality.

* Flexible and adaptive approach – weekend work is required

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